Misty Lui
Albuquerque,NM
Summary
A hard working person who is very compassionate about whatever task that lies ahead. Always puts 110% effort into anything that I come across. A loving and caring family-oriented person. Very active listener with a positive outlook. A critical thinker and an excellent problem solver. Always willing to go above and beyond any obstacles. Great people skills and outstanding customer service. Motivated to continue to learn and grow within the company. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
25
25
years of professional experience
Work History
Delta Red Coat
Delta Airlines
Albuquerque, NM
01.2024 - Current
- Assist in handling customers questions and concerns
- Worked with customer service partners to keep long lines of customers moving
- Rebooking customers due to IROPS and cancel flight
- Provide excellent customer service skills
- Plan flights with safe weight management for bags and passengers
- Resolved customer complaints in an efficient manner while adhering to company polices
- Answered customer inquiries regarding flight schedules, destinations, fares, and regulations.
- Communicated important information to passengers regarding delays or cancellations due to weather or mechanical issues.
- Inspected passenger documents prior to issuing boarding passes and checked for accuracy of flight details.
- Conducted security checks at gates according to TSA guidelines.
- Assisted disabled passengers or those requiring special attention during their travel experience.
- Supervising agents and giving out daily task to them.
- Worked really well with all my peers and leaders.
- Resolved customer complaints courteously and efficiently.
- Provided excellent customer service in a friendly and professional manner.
- Processed payments for tickets, baggage fees, and other services.
Delta Customer Service Agent
Delta Airlines
Albuquerque, NM
01.2021 - 01.2024
- Provide excellent customer service
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Developed strategies for handling difficult customers effectively while maintaining professionalism.
- Work under a fast pace environment
- Handling of checking in customers
- Worked really well with all my peers and leaders.
- Resolved customer complaints quickly and efficiently.
Delta Global Service Ramp Supervisor and Operation Agent
Delta Global Services
Albuquerque, NM
01.2017 - 01.2021
- Plan flights with safe weight management for bags and passengers
- load and off load bags for flights
- Managed shift schedules for ramp staff members including breaks and meal times.
- Directed and supervised ramp agents to ensure compliance with safety standards, policies and procedures.
- Provided guidance and support to staff members when needed in order to maintain a safe working environment.
- Trained new employees in all aspects of airport operations including baggage handling, cargo loading and unloading, aircraft marshalling, de-icing and fueling.
- Implemented emergency procedures in case of unexpected situations such as inclement weather or medical emergencies.
- Assigned tasks to ground personnel based on workloads, skillsets, and availability.
- Developed strategies for improving efficiency within the ramp team while maintaining high levels of service quality.
- Performed maintenance checks on ground equipment regularly in order to prevent breakdowns or malfunctions during operation.
- Coordinated with other departments to resolve operational issues related to aircraft services or customer requests.
- Oversaw ramp agents by assessing performance, determining schedules and training on proper procedures.
Direct Support Worker
Kama'ania Health Services
Aiea, HI
01.2014 - 01.2019
- Provide a safe and stable work environment for individuals with intellectual and developing disabilities
- Assist in handling clients with disabilities
- Work on maintaining staff and client activities for the day
- Plan a GOAL for clients and work with their social worker or guardians
- Provide excellent skills with communicating with clients.
- Followed care plan and directions to administer medications.
- Improved patient outlook and daily living through compassionate care.
- Supervised medication administration, personal hygiene and other activities of daily living.
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Transported clients to doctor's appointments and errands.
- Documented client progress in charts and logbooks.
- Listened attentively to clients' issues, concerns, and worries, offering emotional support as needed.
- Monitored vital signs, administered medications, and provided other healthcare services per physician's orders.
- Conducted home visits to assess client needs and ensure safety.
Direct Support Worker
Kokua Villa Inc
Waianae, HI
01.2009 - 01.2014
- Provide a safe and stable work environment for individuals with intellectual and developing disabilities
- Assist in handling clients with disabilities
- Work on maintaining staff and client activities for the day
- Plan a GOAL for clients and work with their social worker or guardians
- Provide excellent skills with communicating with clients.
- Improved patient outlook and daily living through compassionate care.
- Monitored vital signs, administered medications, and provided other healthcare services per physician's orders.
- Documented client progress in charts and logbooks.
- Encouraged clients to participate in recreational activities, community outings and volunteer work.
- Provided crisis intervention when needed by de-escalating situations using verbal techniques or physical restraints when necessary.
- Facilitated group therapy sessions focused on developing communication skills.
- Developed and implemented individualized service plans for each client.
- Observed behaviors of individuals served; noted any changes in moods or attitudes immediately reported to supervisor.
- Educated family members regarding the needs of their loved one and how best to support them.
- Organized the environment so it was safe for clients with cognitive or physical disabilities.
Budget Rental A Car
300 Rodgers Blvd.
Honolulu, HI
01.1999 - 01.2010
- Explained the terms of rental agreements to customers.
- Inspected vehicles for damage prior to rental and upon return.
- Verified driver's license information and inspected rental documents for accuracy.
- Greeted customers, answered their questions and provided information about car rental services.
- Processed customer reservations and payments.
- Ensured that all safety regulations were followed when handling vehicles.
- Welcomed customers, offered assistance and answered questions by providing rates, terms and conditions of rental.
- Collected and recorded rental payments and late fees for entry into various financial reports related to forecasting, budgeting, expenditure scheduling and bill paying.
- Collected payment by processing credit card transactions.
- Explained policies and reviewed documentation to obtain signatures.
- Contacted customers and billing parties about overdue rentals and requested expected date of return.
- Prepared and submitted reports to supervisor.
- Processed exchange requests in computer system.
Education
GED -
Waipahu Community School
01.1999
Skills
- Friendly, Positive Attitude
- Flexible and Adaptable
- Organizational Skills
- Social Perceptiveness
- Customer Service
- Verbal Communication
- First Aid/CPR
- Attention to Detail
- Self-Directed
- Relationship Building
References
References available upon request.
Timeline
Delta Red Coat
Delta Airlines
01.2024 - Current
Delta Customer Service Agent
Delta Airlines
01.2021 - 01.2024
Delta Global Service Ramp Supervisor and Operation Agent
Delta Global Services
01.2017 - 01.2021
Direct Support Worker
Kama'ania Health Services
01.2014 - 01.2019
Direct Support Worker
Kokua Villa Inc
01.2009 - 01.2014
Budget Rental A Car
300 Rodgers Blvd.
01.1999 - 01.2010
GED -
Waipahu Community School